MYS CTSM PG Customer Service Intermediate Analyst (Based in Penang)
Pulau Pinang, Malaysia
Job Req ID 22579574Overview
Our employees are energetic and dedicated individuals who work in a fast-paced and challenging position that relies on the ability to think and react quickly, formulate creative solutions to pressing problems, and serve clients with dedication. Our employees serve as the human voice and personality behind the Citi brand as they provide quality customer service with each and every client interaction.
Success Profile
- Customer focused
- Enthusiastic
- Quick thinking
- Adaptable
- Efficient
- Digitally savvy
Glassdoor Reviews
Responsibilities
The Customer Service Intermediate Analyst is an intermediate-level position responsible for providing clients with resolutions and support in coordination with the Customer Service team. The overall objective of this role is to address external customer issues and provide ongoing customer service support.
Responsibilities:
- Manage a portfolio of high-profile clients, ensuring queries are acknowledged, investigated and resolved timely and professionally and in line with departmental standards
- Provide coaching and support to team and serve a point of contact for escalations
- Advise on and advocate the implementation of process improvement and reengineering to improve client experience
- Maintain knowledge of new market and regulatory requirements affecting client portfolio/base
- Escalate customer feedback, processing delays and errors appropriately
- Conduct necessary analyses to resolve problems, liaising with internal teams on escalation, as necessary
- Complete tasks such as reviews, audit preparation, capacity planning, reporting and maintain control environment
- Participate in and advise on inquiry-volume reduction, client experience initiatives and cross-departmental initiatives
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
- Frequent client contacts / pulse calls, as well as formal questionnaires to ascertain client satisfaction and identify areas for improvement
- Handle special projects ensuring timely delivery of projects with an overall enhanced client service experience
Qualifications:
- 3-5 years of customer experience
- Relevant experience (business/financial environment) preferred
- Demonstrated project management and organizational skills to prioritize multiple tasks
- Proven self-reliance and accountability and ability to manage risk
- Organized team player and enthusiastic about delivering quality solutions while working with world class teams, processes and tools.
- Proven self-reliance and accountability and ability to manage risk
- Consistently demonstrate clear and concise written and verbal communication with ability to influence stakeholders
- Proven investigative and analytical skills
- Consistently deliver high-quality customer service with focus on building client relationships and achieving quality results
- Ability to develop client solutions
- Exceptionally strong interpersonal & relationship-building skills
Education:
- Bachelor's degree/University degree or equivalent experience
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Job Family Group:
Customer Service-------------------------------------------------
Job Family:
Institutional Customer Service------------------------------------------------------
Time Type:
Full time------------------------------------------------------
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
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View the EEO Policy Statement.
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We foster a culture that embraces all individuals and encourages diverse perspectives, where you can make an impact and grow your career. At Citi, we value colleagues that demonstrate high professional standards, a strong sense of integrity and generosity, intellectual curiosity, and rigor. We recognize the importance of owning your career, with the commitment that if you do, we promise to meet you more than half way.
See what it’s like to work in Customer Service
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Find out more about Customer Service job opportunities at Citi and hear from our employees as they share some of their innovative work and projects that help shape progress around the world.
Success Stories
Get inspired and hear what employees who started their careers in Customer Service have to say about Citi
What does your day-to-day job entail and what do you like most about it?
My day-to-day job entails speaking with escalated customers by phone. My job consists of reviewing customer accounts and making decisions based on specific account scenarios. As a phones supervisor, what I like most is having the entitlements to help the customer if the situation warrants it or their account qualifies. I also deal with a lot of one-off situations that aren’t very common, which makes the job interesting, too.
What do you enjoy most about your role?
What I enjoy most about my job is the ability to reassure, calm, and care for upset customers. I really enjoy making customers feel valued, acknowledged, and appreciated, even if I can’t always give them what they want. It’s extremely satisfying making someone who was angry, happy by the end of the call.
What skill set does someone working in this kind of area need?
To perform this role, you have to be an excellent communicator and phenomenal listener. You must work well under pressure, and have excellent time management. You must be confident, firm, and assertive in all situations.
What advice would you give to someone looking to break into a career in customer service?
Always use positive language, be a leader, and learn from your mistakes!
Where can a career at Citi take you?
It can take you so many places! You can do management, training, project management, and so much more; you don’t have to just be on the phones. There are many opportunities to explore!
What makes Citi a good place to work?
Citi is a good place to work because they are committed to a work-life balance. Citi is flexible with shifts offered, whether you’re a student or new parent. The pay is extremely competitive and the benefits like vacation time, health insurance, and tuition reimbursement are all added bonuses. Citi really takes care of its people.
What is the culture like at Citi?
The culture at Citi is one of the most diverse, collaborative, inviting, and personal I’ve ever experienced. The people you work with are going to be the main reason you want to stay!
How did you begin a career in Customer Service?
I worked in the restaurant business until I started at Citi in 2014. I worked my way up to management.
What does your day-to-day job entail and what do you like most about it?
Citigold agents follow through with clients from beginning to end. We solve multiple complex problems every day.
What do you enjoy most about your role?
I really like interacting with people from all over the world. I like solving complex problems presented by our clients.
What skill set does someone working in this kind of area need?
Patience and understanding are very important. When speaking with a client, you never know what is happening in their life. You need to be sensitive to their needs.
What advice would you give to someone looking to break into a career in customer service?
Don’t give up. It will seem hard in the beginning, but once you get into the swing of things it will come more easily.
Where can a career at Citi take you?
Not only can you climb the ladder within Citi but your experience here could help you with future career opportunities you may have outside of the banking world.
What makes Citi a great place to work?
Great work-life balance, amazing benefits, and vacation time.
What is the culture like at Citi?
The culture is very diverse. I also love the culture within our teams. It is like having another family at work.
How did you begin a career in customer service?
My journey with customer service began early in my work career when I used to work for the phone banking division of Citi, where providing the highest level of care to problem solve for customers was the top priority. It meant I was talking to very happy customers, upset customers, frustrated customers, etc. What I loved the most was solving customers’ issues smoothly and leaving them satisfied or even happier than when then originally called. I’m thankful I got an opportunity to make customers feel valued – irrespective of the situation.
What does your day-to-day job entail and what do you like most about it?
On a typical workday, I am responsible for overseeing a team that provides a comprehensive client service. The primary focus is on enhanced service excellence to Citibank customers across client segments and channels of delivery, and seamless execution of retail banking solutions that are within a controlled environment. Primary responsibility includes managing the level of service quality to ensure high-quality customer satisfaction in all aspects of retail branch banking processes & procedures.
What do you enjoy most about your role?
I love it when you take an unhappy customer who might be at the point of giving up and turn him/her around to a happy customer that is ready to give you another chance. I enjoy the people I work with. It is a fun and friendly atmosphere and I actually look forward to going to work every morning.
What skill set does someone working in this kind of area need?
- Patience
- Listening
- Attentiveness
- Clear communication skills
- Knowledge of the product
- Ability to use positive language
- Time management skills.
- Ability to read customers
- Goal oriented focus
- Persuasion skills
- Willingness to learn
- Most importantly - Empathy
What advice would you give to someone looking to break into a career in Customer Service?
Today’s competitive environment revolves around the “customer,” where customer is the king and choices are many. Everyone today is selling something – product, service, idea, etc. However the key differentiating factor is how you handle the customer and the level of service that is provided. Inability to provide utmost satisfaction to the customer cannot lead to a long association with the products that the franchise has to offer.
If you enjoy working with people and thrive on making others happy, a career in customer service could be exactly what you need to fulfill your ambitions. There are customer service jobs available in almost every industry. With the right skill set and the desire to help people, you’ll find a variety of different job options to consider. You’ll also have the opportunity for job growth and will be able to move up the career ladder.
Where can a career at Citi take you?
The customer service career pathway prepares you for a variety of positions that involve problem solving, meeting the needs of clients, and working with large diversified teams. Beyond the opportunities for personal growth, the road to and through customer service can lead to career advancement.
Some next-step roles may include:
- Management/Supervisory roles
- Product Development/Marketing Department
- Sales Positions
- Training & Development
- Compliance
What makes Citi a great place to work?
I believe people and a firm's culture are very important in one's decision to work at a certain company. I think I would say that what makes Citi really unique is its diversity and the ability for employees to collaborate and innovate. Our leadership is exceptional and the connection with all employees in the organization across levels is something we admire. We have 200 years of legacy, experience, and brand value that no other company can offer.
What is the culture like at Citi?
A truly strong culture that offers mutual support, promotes trust, rewards employees' efforts, and ensures that employees know their work is meaningful. This is clearly visible in our mission to “serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress” and how all employees are aligned to this.
How did you begin a career in customer service?
I first started working in customer service in retail. I spent a lot of time helping people find things and answering questions about products. I learned early on that sometimes people don’t know what they need, so it’s important to ask questions and get to know your customer a little.
What does your day-to-day job entail and what do you like most about it?
My day is spent reviewing disputes with our card members and helping them understand the current status of their dispute. Educating our card members about their disputes is very important, as it’s a confusing process. I like the challenge that is presented. Every call is different and finding the solution can sometimes be more complicated than it appears.
What do you enjoy most about your role?
Every call, even calls about the same kinds of disputes, can be different. This can keep the calls fresh and prevent you from settling into a boring humdrum of repetition. The people that I work side-by-side with are great.
What skill set does someone working in this kind of area need?
Patience and empathy. A lot of calls are from people who don’t understand the process and want to know why a charge was put back on their account. We have to take the time to understand their point of view and educate them on the best path to take to move the dispute forward.
What advice would you give to someone looking to break into a career in customer service?
Don’t take things personally. You’re going to occasionally get a call where someone is mad and they are yelling. These people are mad at a situation, not at you. Also, if you don’t know the answer, take the time to ask someone.
Where can a career at Citi take you?
Citi is full of opportunities! There are many different departments and various opportunities to move up. Work hard and stick with it and you can achieve any kind of goal.
What makes Citi a good place to work?
The environment at Citi is great. There’s a certain solidarity in Citi amongst everyone. Also, hard work pays off and is recognized.
What is the culture like at Citi?
Citi cultivates a culture of oneness and respect. I can talk to anyone from anywhere in the country in Citi and get the sense that we’re on the same team. I’ve seen this company bend over backwards to go out of its way to help its employees and accommodate them. There’s a very real sense that Citi cares.
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